Fan-Yun Pai

Using a hybrid MCDM methodology to identify critical factors in new product development

With increased global competition, businesses now face a more complex and dynamic competitive environment and need to develop more innovative products with higher quality and shorter product life cycles. New product development (NPD) is the keys to the success of a business, where both critical success factors (CSF) and key performance indicators (KPI) will affect the outcome of a NPD project. This study utilizes both CSF and KPI to examine the critical factors of NPD with the methodology of multiple criteria decision making and investigates the correlations of critical factors with fuzzy decision-making trial and evaluation laboratory and establishes the weights affecting NPD in the criteria with the fuzzy analytic hierarchy process (FAHP) approach. The results assist managers in selecting suitable competitive strategies, making the optimal allocation of limited resources, achieving the greatest increase in benefits, and promoting the overall success of NPD. The findings show that there are various correlations between the critical factors, where ‘products and customers’ have the most influence on other dimensions. Moreover, the top five critical factor criteria weights, constructed by FAHP, are ‘quality standard of new products’, ‘complete quality management system’, ‘consumer satisfaction’, ‘excellent planning and control’, and ‘support of top managers’.

The use of fuzzy measures in a performance-evaluation model for ERP implementation among Taiwanese semiconductor manufacturers

Many semiconductor-related manufacturing enterprises in Taiwan have embarked upon the implementation of enterprise resource planning (ERP) to integrate and optimize various business processes across the entire firm. The present study proposes a performance-evaluation model of ERP implementation utilizing fuzzy measures. The paper then presents an empirical study of semiconductor-related manufacturers in Taiwan in which the proposed model is used to: (i) identify the critical implementation items requiring improvement; and (ii) rank the strategies for improving them according to weight value. A systematic approach is thus proposed to: (i) examine the performance of an ERP implementation process; (ii) determine the items to be improved; and (iii) select appropriate and feasible strategies to improve these items. The proposed model can ensure successful implementation of ERP and thus enhance its potential benefits for semiconductor manufacturers.

Methods for determining areas for improvement based on the design of customer surveys

Many firms conduct satisfaction surveys of their customers, with a view to using the analyzed results to identify areas of potential improvement. The weakness in this approach is that attributes with a lower satisfaction level might not be in need of improvement. They might merely be of little concern to customers. The present research develops several methods to identify areas that do require improvement. These methods include the importance–satisfaction (I–S) model, the improvement index, the quality-improvement index, the SERVQUAL survey, Kanos model, the extent of satisfaction, and the extent of dissatisfaction. An integrated model of service-quality measurement is used to cover all the customer surveys required for an international certification service company. In the case study, valuable information of various kinds is obtained from an analysis of the customer surveys. On the basis of this information, the firm can make appropriate decisions on areas for improvement, which are significantly different from those identified on the basis of a simple satisfaction survey.

The critical factors for implementing the quality system of ISO/TS 16949 in automobile parts industry in Taiwan

Since most manufacturers promote ISO/TS16949 quality system certification process through the help of external counsellors, this study focuses upon the auditors of ISO/TS 16949 as the primary objects of the research, in contrast to previous studies targeting certified manufacturers. Collecting data through questionnaire surveys, this study first utilises Kanos model to discover the main factors identified as potential improvements by ISO/TS 16949, then uses fuzzy analytic hierarchy process to rank the importance of these factors, and finally introduces the quality function deployment (QFD) relation matrix to discuss the key factors to a successful implementation of ISO/TS 16949 certification. The results show that two remarkable improvement factors of enterprises promoting ISO/TS 16949 certification lie in identifying internal customers to meet the requirements to complete the product, and identifying production and service supply processes to meet the requirements. Results acquired from QFD further show that customer information collection, internal auditing capability, and statistical analysis capability are the necessary technical demands to achieve these essential improvements. The results can help enterprises effectively allocate resources to implement the quality system of ISO/TS 16949.

Classifying restaurant service quality attributes by using Kano model and IPA approach

This study examines how each items of service quality may exhibit different impacts on customer satisfaction and uses DINESERV to carry out a questionnaire survey on consumers in the chain restaurant industry. As the Kano model and importance-performance analysis (IPA) each have their own definition and management strategies, using only one approach inevitably has its drawbacks. This study combines the Kano model and the IPA to investigate the critical service quality attributes in the chain restaurant industry. The results show the chain restaurant industry should exclude ‘care-free quality’ items, implement service quality centred on ‘keep up the good work’, use ‘high attractive quality attributes’ to strengthen the focus on improvement – as these attributes are able to strengthen the advantages of chain restaurants, and strive to maintain ‘high value-added quality attributes’ and ‘critical quality attributes’. The ‘high attractive quality attributes’ and ‘potential quality attributes’ do not directly affect consumer satisfaction; they can be viewed as a second priority for improvement. To enhance and maintain customer satisfaction, the abovementioned attributes are combined with potential quality attributes as a strategic weapon to highlight competitive advantage.

Effective implementation for introducing ISO/TS 16949 in semiconductor manufacturing industries

Few semiconductor manufacturers in Taiwan have been ISO/TS 16949 certified, primarily due to a lack of complete and efficient implementation procedures for introducing ISO/TS 16949 and its certifying process. In this study, performance matrix, the concept of Taguchi quality loss curve and quality function deployment (QFD) are combined to develop an ISO/TS 16949 implementation evaluation system for firms to take improvement actions. A questionnaire survey was used to collect information about the emphasis and action performance metrics related to ISO/TS 16949 certification in semiconductor-related industries in Taiwan. Next, statistical methods were used to define the performance indexes of action and importance and to modify the performance-evaluation matrix proposed by Lambert and Sharma [(1990). A customer-based competitive analysis for logistics decisions. International Journal of Physical Distribution and Logistics Management, 20(1), 17–24], thereby establishing a suitable performance-evaluation matrix for ISO/TS 16949 implementation. This matrix was then employed to transfer the information collected from questionnaires on the importance and the implementation level of various critical implementation items. Finally, the concepts of the Taguchi method and Shewhart control chart were integrated to determine upper and lower performance control limits. Improvement strategies for the implementation items outside the performance control limits were developed by QFD. By systematic analyses, the introduction of ISO/TS 16949 can be evaluated quickly through the proposed convenient evaluation model, and therefore improvement strategies can then be proposed. With the tools described in this study, ISO/TS 16949 implementation time can be shortened significantly.

Sport Activity for Health!! The Effects of Karate Participants’ Involvement, Perceived Value, and Leisure Benefits on Recommendation Intention

This study intends to discuss the effects of participants’ involvement, perceived value, and leisure benefits on recommendation intention in the sport of karate. The questionnaires were collected online by karate clubs on Facebook and included 369 valid participants. The research findings show that karate participants from different places of residence do not display significant differences in involvement, perceived value, leisure benefits, and recommendation intention. Furthermore, “attraction” in the involvement category reveals the highest mean, “paid spirit and energy being worthy” in perceived value appears as the highest mean, and “physiological benefits” in leisure benefits shows the highest mean. The Pearson correlation analysis result presents significant strong positive correlations between involvement, perceived value, leisure benefits, and recommendation intention. Finally, multiple regression analysis reveals that leisure benefits, except “physiological benefits”, show notably positive effects on recommendation intention. According to the research results, suggestions are proposed for the reference of karate teaching business managers, participants, and future research.

Effects of clinical pathway implementation on medical quality and patient satisfaction

In Taiwan, many hospitals have actively introduced and integrated the clinical pathway management method to lower their medical expenses. However, the way in which a clinical pathway influences patient satisfaction and medical quality is an issue worth serious discussion. This research employs fuzzy linguistic scale questionnaires to survey medical personnel on their evaluations of the effectiveness of clinic pathway implementation, before and after the implementation of a clinical pathway. We investigate the relationships between the implementation of a clinic pathway and patient satisfaction. More specifically, we employ a canonical correlation analysis to find the correlations between clinical pathway implementation and medical quality as well as the correlation between clinical pathway implementation and patient satisfaction. The results show that medical personnel generally respond positively towards the implementation of a clinical pathway. Additionally, for the correlation between a clinical pathway and patient satisfaction, the results show a positive correlation between medical quality and medical consumer response. Thus, canonical correlation analysis proves that integrating clinical pathways into hospitals can in fact improve medical quality and patient satisfaction.

Integrating Refined Kano Model and QFD for Service Quality Improvement in Healthy Fast-Food Chain Restaurants

People are paying greater attention to health. To maintain a good health status and obtain food fast, customers may go to healthy fast-food chain restaurants such as Subway more often than before in China and Taiwan. Healthy fast-food chain restaurants come with a healthy spin, seeking to differentiate themselves from other fast-food restaurants. This paper combined the refined Kano model and the quality function deployment (QFD) method. The refined Kano model was used to understand how customers perceive service attributes developed based on DINESERV measurements. QFD was employed to describe the relationships among the critical service attributes and corresponding improvements as well as to identify the priority for these improvements. The analysis results revealed that providing limited offers (due to periods, seasons, and regions) should be at the top of their improvement list, followed by staff suggestions for ingredients, and a temperature display to enhance the image of fresh ingredients. Other improvement actions include providing regular launches of new flavors/products, designing new and attractive slogans, and providing restaurant apps.